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Computer telephony integration (CTI) for contact centers was originally developed for office PBX environments, that is, non-remote. However, advanced telephony services and mobility have been incorporated into new telephony protocols and technologies such as VOIP and SIP. As a result, mixed situations, where legacy PBX, PSTN, CTI, and VOIP co-exist, will continue well into the future and lead to scenarios where remote call center agents will need to work in mixed PSTN/VOIP environments. This paper describes the increasing importance of mobility and the implication of experts in call center operations.

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Format:PDFSize:506 KB
Date:Jan 2005
Pages:9

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